How Consumers Cut Spending Across 20 Industries After Poor Experiences, 2024

HowConsumersCutSpendingAcross20IndustriesAfterPoorExperiences,2024 Percentageofconsumerswhochangedtheirspendingwithanorganizationineachindustryafterapoorexperience DecreasedSpendingafteraPoorExperienceStoppedSpendingafteraPoorExperience FastFood 48% 16% DepartmentStore 40% 10% ParcelDelivery 47% 14% InternetServiceProvider 36% 13% CreditCardProvider 41% 17% Hopsital/MedicalClinic 38% 10% MobilePhoneProvider 41% 16% HealthInsurance 33% 15% OnlineRetailer 40% 14% Supermarket 41% 6% Banking 40% 14% Streaming 35% 11% Hotel 37% 15% Electronics 33% 13% Airline 37% 14% PropertyInsurer 30% 15% AutoDealer 28% 22% College/University 30% 11% GovernmentAgency* 38% 12% PublicUtility* 31% 6% Base:28,400consumersfrom26countries Source:QualtricsXMInstitute2023Q3GlobalConsumerStudy *AlthoughGovernmentAgenciesandPublicUtilitiesmaynothaverevenueatriskduetobadexperiences,therearelikelylatentloyaltyissuesthatcouldmanifestinotherareas. Copyright©2023Qualtrics®Allrightsreserved.www.xminstitute.com